Here in the BroadSoft contact center Blog, we’ve posted many times on the what, why, when, and how of omnichannel and unified communications in the contact center. On the BroadSoft Beat blog, we just posted a customer success story on integrated omnichannel and unified communications in the contact center: Unified Contact Center Communications Brings Increased Read More
Contact Center Unified Communications Building Blocks is the seventh in a series on Contact Center Unified Communications. In past blogs in this series, we’ve looked at the best practices and challenges of Contact Center Unified Communications. Now we’ll take a look at the three contact center unified communications building blocks that will make your contact Read More
Contact Center Unified Communications Best Practice is the fourth in a series on Contact Center Unified Communications The recent Aberdeen Research we have been citing in this blog series surfaced many of the improved performance metrics companies with contact center unified communications achieve. In this blog, we will dive into the best practices these same Read More
This week BroadSoft announced BroadSoft CC-One 10 — a release the CC-One engineering team has been working diligently on — that significantly enhances our commitment to improve the agent productivity and overall business performance of our contact center customers. While there are many exciting things in this release, such as a new UI for enhanced Read More
Why Customers Love Contact Center Unified Communications is the third in a series on Contact Center Unified Communications. In the last blog, we cited some survey data from Aberdeen Research that says unified communications improves customer satisfaction, customer retention, and reduces the number of customer complaints significantly. See figure 1 below for the increases in Read More
We’ve discussed what Contact Center Unified Communications is, so now let’s look at how and why Contact Center Unified Communications can benefit your business. Aberdeen Research recently performed a survey on the topic and, as it turns out, it has many benefits. These include improved contact center performance, which leads to better customer satisfaction, which Read More
This is the first in a series on Contact Center Unified Communications. The meaning of “unified communications” can vary, depending on whom you’re talking to, but most of us think of unified communications as the integration of different types of enterprise communications in a consistent unified user interface and user experience across multiple devices and Read More
For the rest of this month, the BroadSoft CC-One team will be partnering with Aberdeen Research on the topic The Business Value of Contact Center & UC Integration. The brilliant and prolific Omer Minkara of Aberdeen Research has collected data that conclusively demonstrates the benefits of combining contact center systems with unified communications, one of BroadSoft Read More
This is the second of a series on omni-channel contact center communications in the cloud. Why would you want to migrate your call center to an omni-channel contact center? Particularly, why move to an unified environment in the cloud? What is it going to give you that you can’t get from your current on-premise system? Read More
You may recall in February we announced that Transera was acquired by BroadSoft, the technology innovator in cloud communication, collaboration, and contact center solutions for businesses and service providers across 80 countries and the market share leader for cloud unified communications. Since then, the Transera team has been hard at work with our new family Read More
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